wine.com delivery fail

Made 6 separate purchases over summer from wine.com and all are on hold until mid-November.

To my surprise one of the purchases, 3 bottles of Andremily no. 6, turned up today on my doorstep after a 2 day Fedex ground shipping without an ice pack. I checked my wine.com account and it still says this purchase was supposed to be on hold until November 18th. The bottles felt room temp. Weather since it shipped has been 85-90.

I reached out to their support but was not able to get through to them yet, will try again tomorrow. I dont know how they made that mistake, but its pretty frustrating that they shipped it early. Ive lost a bit confidence in them. Will be interesting to hear their response, anyone been in this situation before?

See the coupon thread—I fortunately haven’t had this issue before, but this is one of many. They will make it right.

See the last week or so of posts in the “best coupons/deals” thread. Apparently they are in the midst of a botched software upgrade that is causing any number of delayed shipments to go out in the midst of the current heat, though you appear to be the first person reporting a box arriving while the order still shows as unshipped in your wine.com account.

Thanks guys, will check out that thread!

What a nightmare for them, no wonder I couldn’t get through to their customer support! Good to hear they will make it right.

I just had a similar problem. Poor customer service guy couldn’t do much right now because their software is still messed up I guess. For now, I just memorialized that regardless of this recent shipping error, I still expect to receive the bottle I ordered after it’s shipped on the agreed upon date in November.

They are in the middle of an ERP upgrade seemingly, based on the other thread, and having issues. They have always made things right for me, definitely email them and let them know your concerns

This has happened to me as well, as reported in the other thread. I had two shipments arrive that were not marked as having shipped. The status of one of them was changed to to “Arrived” yesterday (skipping the shipped status). I also got an e-mail notifying me that it had arrived. The other one still shows as not shipped. A third order I placed early this week is in limbo with a “requested delivery date” of 9/10 and no update in status.

It’s worth noting that the order that did, finally, resolve correctly is one that I had complained to Customer Service about due to a double billing issue, so there may have been some manual intervention on that one.

This has to be one of the worst systems rollouts ever, and the lack of communication from wine.com is disturbing. I understand they are overwhelmed right now, but there absolutely should have been an e-mail from the CEO acknowledging the problem, giving a conservative estimate of when they will have a handle on it (or at least a date for when they will give us another update), and a promise to provide us with a full accounting of what went wrong and what corrective measures will be taken once the dust settles. This goes beyond whether we can trust them to deliver wine properly, it goes to whether we can even trust them with our financial information.

PROD versus DEV, versus SNAFU.

wine.com just hit me with a duplicate charge of over $2400 for a Bordeaux futures order that I placed on the 9th of June. These guys are having some major issues.

Yeah, I received a shipping notification from FedEx earlier this week for an order that was being held until November 1. I emailed customer service, but I have yet to receive a response. I chatted with someone yesterday and I received the same system upgrade BS. The wine is supposed to be delivered today, so we will see. The girl that I chatted with yesterday seemed surprised that this was a wide spread issue. How does someone from the warehouse or logistics not catch this? It’s 90 degrees today, but it seems like a great day to ship numerous orders that we’ve held since early summer. I doubt that we will get a clear response from wine.com and I’m beginning to think someone from upper management gave the green light to release the weather holds.

In contrast to wine.com, unbeknownst to me at the time, I received a package from one of our Oregon wine clubs last week. My SO was in Yosemite, so no one was home to receive the package. The first delivery attempt was on Wednesday with a high of 91. The second delivery attempt was on Thursday with a high of 92. I caught the UPS driver on our Nest app and convinced him to leave the package not knowing that it was wine. The wine stayed on the front porch until later in the afternoon. Once again, I was never notified by the winery of the pending shipment, so I sent a quick email to the winery earlier this week. Replacement bottles will be shipped in mid-October.

Time will tell, but I doubt that I will order from wine.com again, but I’ll gladly keep the Oregon wine club.

James

Same thing happened to me, albeit for a much smaller futures order.

This will cost lots of money, and a few senior IT heads. No, the latter will not be cold-chain shipped to customers…I hope.

You can’t just blame this on IT. They run a business and should have the common sense to halt shipments in high heat, regardless of what any system is telling them. This is a failure of business process.

That too.

this is not surprising. i placed one order last year when all the coupons first started appearing and they not only shipped the wine out immediately instead of waiting for my specified ship date, they also charged me the full amount without the discount even though my invoice clearly showed the coupon was accepted. i got it all sorted out in the end but it was enough of a hassle to make me stay away.

Did they charge you again today, or a while ago?

Thanks for the heads up. I also have duplicate wine.com charges. Did anyone contact them to get these removed?

I have not. The duplicate charges are still showing as “pending” on my credit card, did your duplicate charges go through, or are they pending?

Still pending. Mine are for over $2K as I went deep with that 10% Rakuten day. I have a buddy who also has pending charges from orders that day. What a mess.

I also got a duplicate charge, both “pending”. In my case there was a $1 difference between the two, so the second charge (the correct amount) could have been a price correction. I contacted CS through chat and was told that the incorrect charge would be removed within 1-2 business days after the order shipped. The status of the order changed to shipped in their system yesterday. At that point the correct charge went through on my credit card, the other charge remains pending. If what they told me is correct, it should clear by Monday. We’ll see.